Today
Public Trust
Entry Level (less than 2 yrs experience)
IT - Support
Merrifield, VA (On/Off-Site)
We are seeking a motivated and detail-oriented Tier 1 Helpdesk Technician to join our support team. This is an entry-level role ideal for candidates who are eager to grow their technical skills while providing exceptional customer support. Instead of traditional desktop/PC support, this role focuses on supporting a specific business application critical to our operations.
Responsibilities
· Serve as the first point of contact for end-users requiring assistance with the designated application.
· Respond to tickets, emails, or calls in a timely manner, documenting all interactions in the ticketing system.
· Troubleshoot and resolve basic issues related to the application, escalating complex problems to Tier 2 or application specialists as needed.
· Provide clear, user-friendly guidance and training to non-technical users.
· Maintain accurate records of issues, resolutions, and knowledge base articles to improve future response times.
· Collaborate with the application support team, developers, and business stakeholders to ensure prompt issue resolution.
· Monitor ticket queues and follow established Service Level Agreements (SLAs).
· Participate in team meetings and contribute ideas for improving support processes.
Qualifications
· Some technical support, helpdesk, or customer service experience preferred, but entry-level candidates are encouraged to apply.
· Basic understanding of troubleshooting techniques for software or applications.
· Strong communication and problem-solving skills with the ability to explain technical concepts to non-technical users.
· Experience with or exposure to ServiceNow or another IT Service Management (ITSM) platform is a plus.
· Ability to work effectively in a team-oriented environment and follow documented procedures.
· Eagerness to learn new applications and grow into higher-level support roles.
Requirements
· Must be able to obtain Sensitive Public Trust Clearance
· Must be US Citizen or green card holder
· Must have been in the county for the last 7 years
Responsibilities
· Serve as the first point of contact for end-users requiring assistance with the designated application.
· Respond to tickets, emails, or calls in a timely manner, documenting all interactions in the ticketing system.
· Troubleshoot and resolve basic issues related to the application, escalating complex problems to Tier 2 or application specialists as needed.
· Provide clear, user-friendly guidance and training to non-technical users.
· Maintain accurate records of issues, resolutions, and knowledge base articles to improve future response times.
· Collaborate with the application support team, developers, and business stakeholders to ensure prompt issue resolution.
· Monitor ticket queues and follow established Service Level Agreements (SLAs).
· Participate in team meetings and contribute ideas for improving support processes.
Qualifications
· Some technical support, helpdesk, or customer service experience preferred, but entry-level candidates are encouraged to apply.
· Basic understanding of troubleshooting techniques for software or applications.
· Strong communication and problem-solving skills with the ability to explain technical concepts to non-technical users.
· Experience with or exposure to ServiceNow or another IT Service Management (ITSM) platform is a plus.
· Ability to work effectively in a team-oriented environment and follow documented procedures.
· Eagerness to learn new applications and grow into higher-level support roles.
Requirements
· Must be able to obtain Sensitive Public Trust Clearance
· Must be US Citizen or green card holder
· Must have been in the county for the last 7 years
group id: 10124632
